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    rta-real time analyst - Randburg, South Africa - iSON Xperiences

    iSON Xperiences
    iSON Xperiences Randburg, South Africa

    Found in: Job Placements ZA C2 - 2 days ago

    iSON Xperiences background
    Description

    Position Title: Real Time Analyst

    Position Summary:

    The Real Time Analyst is responsible for the monitoring, analyzing and reporting of contact center
    performance in real-time. The role requires timely and accurate reporting on a wide range of metrics
    including agent performance, call volume data, workforce utilization and other key metrics.

    Key Deliverables:

    ✓ Real time management of multiple clients from the centralized command center
    ✓ Analysing trends like Offered Rate; AHT; Break Adherence; Shift Adherence; Login Compliance; Real Time
    Shrinkage etc. Relevant suggestions to be shared with Planning team wherever required
    ✓ Raising relevant alerts to Operations for basic hygienic issues
    ✓ Tracking and logging different issues on real time to provide insights to operations and impacts on
    performance
    ✓ Monitoring schedule adherence to assist the management team in achieving target driven adherence
    goals
    ✓ Managing publishing real time reports to the stakeholders

    Requirement:

    ✓ Matric
    ✓ Excellent communication skills
    ✓ Proficiency in MS Office
    ✓ Advance Excel knowledge (Added benefit)
    ✓ Knowledge, experience and understanding of key contact centre performance metrics such as service
    levels, delivery against target intervals, call monitoring as well as schedule adherence
    ✓ Experience with workforce management products and contact centre monitoring applications (Added
    benefit)
    ✓ A minimum of 1 year experience on similar roles
    ✓ Clear credit and criminal records

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